Con-nect Supplies, LLC

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

We are working through our backlog from the holidays and apologize for the delay in getting back to this customer. We did speak with him today and he is getting a replacement from the retailer he bought it from. If he has any further issues we will be happy to replace his item as part of
our warranty

I apologize for the tardy response. We did reach out to the customer on 11/and are sending a replacement sensor for his unit

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

We have spoken to the customer and offered the options we are offering to all customers impacted by the discontinuation of the product line he has.  This includes deep discounts on several units that have replaced what the customer has in our line.  The customer indicated that he would get...

back to us if he would like to receive one of them.Regards,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[I am attaching the webpage as best as I can including prices. If you google La Crosee technology clocks at select shopping its the 11th clock down.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[A default letter is provided here which indicates your...

acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
 
[redacted]

We have reached out to this customer and are sending him a replacement unit.

I have looked over the case notes in our system and also the customer's concerns.  The item in question WS-8158U-IT is an item that has been discontinued since 2012.  The customer indicated to us that he purchased the units in April 2015 from Walmart.  Our last shipments to Walmart...

were in September of 2012.  Additionally the customer states that our website shows the item for sale for $34.99.  Our website http://www.lacrossetechnology.com/clocks/atomic-digital/wall/8158/ lists this item as discontinued and no price is given, nor options for purchase.  I have checked Walmart.com as well as several other of our customer's websites and cannot find this item available for purchase.  Our tech support department determined with the customer that the sensors he has are not compatible with the base unit he has.  It seems that perhaps the customer purchased this item from a secondary market and not directly from one of our retailers.  If the customer can provide the actual site that he purchased the items from we can try to work with him, but he may need to go back to the site he purchased the units from for assistance as they appear to have sold him incompatible parts.  We are very concerned that there is someone out there selling our products to customers that have incompatible parts and would like to get to the bottom of that, but we cannot do that without knowing where the customer actually purchased the pieces from.  We absolutely honor our warranty, but we do need to establish where items we have not had on the market for three years are coming from.  I would appreciate any additional information the customer can provide.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com: If the business will replace the unit, which is what I asked them to do then I accept the response.  If they do NOT replace the unit I reject the offer.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
Jim [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it...

before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's...

response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

We misunderstood what the reported problem was and were waiting for a response if the troubleshooting suggestions had been unsuccessful.  We contacted the customer today and are replacing his clock.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution...

is satisfactory to me. I was contacted by Superviser [redacted] at Lacrosse this AM. They are sending me a UPS shipper and I am to return my complete unit and they are to send me a new different unit. This one has been discontinued so we are going to try a new unit. Hopefully it will work better as this one has been a pain. Thank you for your help.

We reached out to this customer yesterday regarding his product when it was discovered that replies to our emails were being misrouted to a mailbox that is not  monitored.  We have sent the customer a replacement.

There have been many emails back and forth with this customer and per the email that was included in the original complaint we did send him a replacement sensor.  If the new sensor doesn't work our next step is to replace the entire unit.  There is some confusion now as to what unit the...

customer has, as multiple pictures of clocks that are not ours, and one that is ours (but not the clock we understood the customer to have) have been sent to us by the customer.  Our understanding is that the customer purchased the item from Amazon.  That being the case, we cannot refund him for the purchase, but under our warranty are happy to replace the unit, if it can be confirmed what unit the customer has.  We believe the unit in question is a [redacted]An email from one of our support team was sent to the customer on 4/6 asking if the customer wanted to continue working on the warranty issues of the [redacted] with outdoor temperature concerns.  We were awaiting his reply.

Mr. [redacted]'s reports are puzzling.  We did in fact fully test the clocks that were sent to him overnight to make sure that they were picking up the WWVB signal well.  Part of normal testing protocol is testing the buttons on the back and the clocks were all tested and in working order per the notes in this case from our warranty department.  We would be happy to send a call tag to pick up all of the clocks and re-test them here, but unfortunately, as the clocks were not purchased from us and they were purchased in 2015 we are not able to provide a refund.  We are committed to selling and providing clocks that work as advertised, and we do provide replacements for clocks that are defective, at times past our stated warranty of 1 year, as in this case.

We have spoken to this customer and have tested replacement products at our facility and shipped them to him today via USPS.  Tracking number 9405515901639025063382.  Because the items were not purchased from us directly our policy is to provide replacements. We shipped tested...

replacements of both items mentioned in the complaint.

We have reached out to the customer and provided the replacement he needed.  We are working through our holiday backlog and apologize for the delayed response.